3 Grammar, syntax, spelling and punctuation
4 Presentation and layout
5 Principal forms of written communication
6 Principal forms of numeric communication
7 Record keeping and filing
This chapter looks at the principles essential to effective written communication. It outlines the details of the writing process, addresses issues of style, appropriateness and grammar and syntax, and also the importance of good presentation and layout.
Anticipating the more detailed chapters that follow, it also outlines the principal forms of written and numeric communication. A final section looks at the issues of record keeping and records management.
1 The workplace context
Every year millions of words are typed, printed and even handwritten, in the context of communication in business. These words can be positive, oiling the wheels, or negative, seizing them up. It has already been said in this text that communication is only effective when it achieves results – if it is read, understood and acted upon. What you will learn here about written communication will apply in all fields of business, from a simple enquiry to your company and the reply you give, to the most complex report or elaborate sales and advertising campaign.
All the problems, barriers and filters already discussed in the context of the spoken word are applicable to the written word. Their form may be a little different, so that, for instance, deafness will not be a problem, but bad handwriting and poor expression will, and the effects are the same. Written communication also has the same needs as verbal – the need for preparation, thought, clarity, brevity, conciseness, style, grammar and so on.
Identify four advantages of written communication.
Test yourself 12.1
2 The writing process
Communication presents an opportunity to create an impression on the person or organisation with which it takes place. Most communication can be planned and thought about beforehand, and this is especially true in the case of the written word,
where the impression is created as much by the appearance of the piece as its content.
To this end:
● Plan: Think about the purpose of the communication. Think about the recipient – what do they already know and what do they need to be told; what level of formality is needed, and which ‘language’ should be used – technical or layman’s?
● Research/gather: This avoids using the wrong information, forgetting information, ambiguity and confusion.
● Assemble/organise: Make sure first that you understand what you have assembled, and then that it is presented in a logical order.
● Create/write: Put your material in its final form, focusing on the desired outcome.
2.1 Style
Styleinvolves being aware of the different effects that various combinations of words, expressions and structures can have, and developing the ability to express ideas in informative, discursive or persuasive ways. Contiguous with style is the ability to look critically at what has been written, to assess its potential effect, and to be able to modify it. You also need a feeling for the shades of meaning words can have, dependent on their context. The best and clearest style for effective communication is to keep the language as simple as you can, choosing short words and sentences whenever possible, and avoiding words which are not in common use. Using punctuation is vital, as it aids understanding.
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style The approach and choice of words and expression which can be adjusted to suit specific circumstances.
Stop and think 12.1
Imagine you are writing a letter to tell a candidate for a job that they should attend for interview at a particular date and time, to see Mr David Brown, the manager of the department. The following two paragraphs both give exactly the same information:
‘The interview will be held here on Monday 1 February at 10.00am in Meeting Room No. 1 on the first floor.
Please enquire at Reception when you enter the building. Your interviewer will be Mr David Brown.’
‘The interviews are at 10.00am on Monday 1 February. David Brown, the interviewer, will see you in Meeting Room No. 1. This is on the first floor, but if you ask at Reception when you come in, someone will help you to find it.’
Think about the different impressions the two paragraphs make. Both have their particular advantages and disadvantages which you should also consider. Can you write a third sentence which manages to come between these two in terms of formality versus friendliness?
2.2 Naturalness and liveliness
In many ways, the more a piece of written work can be made to resemble the patterns of speech, and the more natural and lively it is, the more effective it will be as a means of communication. Some caution is necessary, however. Speech, by its very nature, is transitory; the words and grammatical constructions we use in speech are accepted in the ebb of flow of dialogue. Committed to paper in, say, a business letter, they may
annoy the reader, and lessen the effectiveness of the writing. Be natural and lively by all means, but with a degree of care. There is the ever-present danger of oversimplification – of concentrating on the superficial or literal meaning of what is being communicated, without considering how it will be interpreted.
2.3 Appropriateness
It is important to achieve the correct degree of formality and courtesy. It is wise always to be as courteous as possible, even when (or perhaps especially when) complaining;
the degree of formality depends on the context of what you are saying as well as how well you know the recipient. Choose the right language for whomever you wish to address. This doesn’t just mean not addressing a French speaker in English. An engineer speaking to or writing for other engineers can safely use technical language; if he is dealing with laymen, he needs to use non-technical language. Remember that effective communication is about generating shared meaning between the sender and receiver.
Certain devices that can enhance communication in a particular context can also cloud meaning where used inappropriately. For example, jargon and specialist terminology can be a useful shorthand in groups where the meaning is clear to all parties, such as organisation-specific acronyms or official phrases. However, they can become a communication barrier when used outside that group. Again,
communicators need to be aware of their audience and either explain or avoid jargon or terminology which may obscure the message.
Similarly, the use of metaphors, idiom and figurative expression can add richness to communications, but may also cause confusion for non-native English speakers or where, as discussed in Chapter 2, other cultural differences have to be taken into account.
Some words or phrases become so overused that they lose their original meaning.
Such clichés should be avoided at all costs.
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metaphor
The business world is not immune to clichés. We’re all familiar with ‘thinking outside the box’, ‘the bottom line’
and ‘singing from the same hymn sheet’. Think of some examples of phrases and words used in an organisation you’re familiar with which have become clichéd through overuse; do these contribute to or detract from effective communication?
2.4 Clarity
Writing should have a logical development, well constructed sentences, good transition from part to part or idea to idea, cohesion, and be well paced. Don’t hide anything – make sure all ideas, inferences and conclusions are out in the open and clearly stated.
Be brief – remove all unnecessary words. Avoid ambiguity; the order of words matters.
Consider – ‘the hunter killed a lion in his pyjamas’. Use as few and as short words as possible.
2.5 Tone
Just as intonation matters in speech, so tone matters in writing. Be aware of how your words will ‘sound’ when they are read by someone else. The results may be:
● giving the wrong impression
● failing to achieve your objective
● annoying or upsetting the reader.
The tone you use will depend on your reason for communicating, and whom you are communicating with. Should you be:
● friendly or impersonal?
● formal or informal?
● concerned/conciliatory or firm?
Take the trouble to search for the ‘right’ word. Keep a good dictionary and thesaurus by you when you are writing. A dictionary defines the meanings of words and is also a good way to check your spelling. A thesaurus allows you to look for words with the same or similar meanings, giving you the chance to vary the vocabulary you use.
What is acceptable is constantly changing, and what was once unacceptable is now allowed. If in doubt, err on the side of too much formality; this is unlikely to offend, PART FOUR Written and numeric communication
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